JP5631326B2 - コールセンターでの2ステップルーティング手続き - Google Patents
コールセンターでの2ステップルーティング手続き Download PDFInfo
- Publication number
- JP5631326B2 JP5631326B2 JP2011535592A JP2011535592A JP5631326B2 JP 5631326 B2 JP5631326 B2 JP 5631326B2 JP 2011535592 A JP2011535592 A JP 2011535592A JP 2011535592 A JP2011535592 A JP 2011535592A JP 5631326 B2 JP5631326 B2 JP 5631326B2
- Authority
- JP
- Japan
- Prior art keywords
- caller
- agent
- computers
- callers
- data
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Active
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
- H04M2203/551—Call history
Landscapes
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
- Data Exchanges In Wide-Area Networks (AREA)
Applications Claiming Priority (5)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US12/266,461 US8472611B2 (en) | 2008-11-06 | 2008-11-06 | Balancing multiple computer models in a call center routing system |
US12/266,461 | 2008-11-06 | ||
US12/266,446 US8824658B2 (en) | 2008-11-06 | 2008-11-06 | Selective mapping of callers in a call center routing system |
US12/266,446 | 2008-11-06 | ||
PCT/US2009/061537 WO2010053701A2 (fr) | 2008-11-06 | 2009-10-21 | Systèmes et procédés dans un système de routage de centre d'appel |
Publications (2)
Publication Number | Publication Date |
---|---|
JP2012507976A JP2012507976A (ja) | 2012-03-29 |
JP5631326B2 true JP5631326B2 (ja) | 2014-11-26 |
Family
ID=41557475
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
JP2011535592A Active JP5631326B2 (ja) | 2008-11-06 | 2009-10-21 | コールセンターでの2ステップルーティング手続き |
Country Status (11)
Country | Link |
---|---|
EP (1) | EP2364545B1 (fr) |
JP (1) | JP5631326B2 (fr) |
CN (1) | CN102301688B (fr) |
AU (1) | AU2009311534B2 (fr) |
CA (2) | CA2742958C (fr) |
ES (1) | ES2743654T3 (fr) |
HU (1) | HUE045490T2 (fr) |
MX (1) | MX2011004815A (fr) |
NZ (1) | NZ592781A (fr) |
PT (1) | PT2364545T (fr) |
WO (1) | WO2010053701A2 (fr) |
Cited By (47)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US9288326B2 (en) | 2008-01-28 | 2016-03-15 | Satmap International Holdings Limited | Systems and methods for routing a contact to an agent in a contact center |
US9300802B1 (en) | 2008-01-28 | 2016-03-29 | Satmap International Holdings Limited | Techniques for behavioral pairing in a contact center system |
US9654641B1 (en) | 2008-01-28 | 2017-05-16 | Afiniti International Holdings, Ltd. | Systems and methods for routing callers to an agent in a contact center |
US9686411B2 (en) | 2012-03-26 | 2017-06-20 | Afiniti International Holdings, Ltd. | Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation |
US9692898B1 (en) | 2008-01-28 | 2017-06-27 | Afiniti Europe Technologies Limited | Techniques for benchmarking paring strategies in a contact center system |
US9692899B1 (en) | 2016-08-30 | 2017-06-27 | Afiniti Europe Technologies Limited | Techniques for benchmarking pairing strategies in a contact center system |
US9712676B1 (en) | 2008-01-28 | 2017-07-18 | Afiniti Europe Technologies Limited | Techniques for benchmarking pairing strategies in a contact center system |
US9774740B2 (en) | 2008-01-28 | 2017-09-26 | Afiniti Europe Technologies Limited | Techniques for benchmarking pairing strategies in a contact center system |
US9781269B2 (en) | 2008-01-28 | 2017-10-03 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
US9787841B2 (en) | 2008-01-28 | 2017-10-10 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
US9888121B1 (en) | 2016-12-13 | 2018-02-06 | Afiniti Europe Technologies Limited | Techniques for behavioral pairing model evaluation in a contact center system |
US9924041B2 (en) | 2015-12-01 | 2018-03-20 | Afiniti Europe Technologies Limited | Techniques for case allocation |
US9930180B1 (en) | 2017-04-28 | 2018-03-27 | Afiniti, Ltd. | Techniques for behavioral pairing in a contact center system |
US9955013B1 (en) | 2016-12-30 | 2018-04-24 | Afiniti Europe Technologies Limited | Techniques for L3 pairing in a contact center system |
US10027812B1 (en) | 2012-09-24 | 2018-07-17 | Afiniti International Holdings, Ltd. | Matching using agent/caller sensitivity to performance |
US10051125B2 (en) | 2008-11-06 | 2018-08-14 | Afiniti Europe Technologies Limited | Selective mapping of callers in a call center routing system |
US10110746B1 (en) | 2017-11-08 | 2018-10-23 | Afiniti Europe Technologies Limited | Techniques for benchmarking pairing strategies in a task assignment system |
US10116795B1 (en) | 2017-07-10 | 2018-10-30 | Afiniti Europe Technologies Limited | Techniques for estimating expected performance in a task assignment system |
US10135986B1 (en) | 2017-02-21 | 2018-11-20 | Afiniti International Holdings, Ltd. | Techniques for behavioral pairing model evaluation in a contact center system |
US10142473B1 (en) | 2016-06-08 | 2018-11-27 | Afiniti Europe Technologies Limited | Techniques for benchmarking performance in a contact center system |
US10257354B2 (en) | 2016-12-30 | 2019-04-09 | Afiniti Europe Technologies Limited | Techniques for L3 pairing in a contact center system |
US10320984B2 (en) | 2016-12-30 | 2019-06-11 | Afiniti Europe Technologies Limited | Techniques for L3 pairing in a contact center system |
US10326882B2 (en) | 2016-12-30 | 2019-06-18 | Afiniti Europe Technologies Limited | Techniques for workforce management in a contact center system |
US10334107B2 (en) | 2012-03-26 | 2019-06-25 | Afiniti Europe Technologies Limited | Call mapping systems and methods using bayesian mean regression (BMR) |
US10496438B1 (en) | 2018-09-28 | 2019-12-03 | Afiniti, Ltd. | Techniques for adapting behavioral pairing to runtime conditions in a task assignment system |
US10509669B2 (en) | 2017-11-08 | 2019-12-17 | Afiniti Europe Technologies Limited | Techniques for benchmarking pairing strategies in a task assignment system |
US10509671B2 (en) | 2017-12-11 | 2019-12-17 | Afiniti Europe Technologies Limited | Techniques for behavioral pairing in a task assignment system |
US10623565B2 (en) | 2018-02-09 | 2020-04-14 | Afiniti Europe Technologies Limited | Techniques for behavioral pairing in a contact center system |
US10708431B2 (en) | 2008-01-28 | 2020-07-07 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
US10708430B2 (en) | 2008-01-28 | 2020-07-07 | Afiniti Europe Technologies Limited | Techniques for benchmarking pairing strategies in a contact center system |
US10750023B2 (en) | 2008-01-28 | 2020-08-18 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
US10757262B1 (en) | 2019-09-19 | 2020-08-25 | Afiniti, Ltd. | Techniques for decisioning behavioral pairing in a task assignment system |
US10757261B1 (en) | 2019-08-12 | 2020-08-25 | Afiniti, Ltd. | Techniques for pairing contacts and agents in a contact center system |
US10867263B2 (en) | 2018-12-04 | 2020-12-15 | Afiniti, Ltd. | Techniques for behavioral pairing in a multistage task assignment system |
USRE48412E1 (en) | 2008-11-06 | 2021-01-26 | Afiniti, Ltd. | Balancing multiple computer models in a call center routing system |
USRE48476E1 (en) | 2008-11-06 | 2021-03-16 | Aflnitl, Ltd. | Balancing multiple computer models in a call center routing system |
US10970658B2 (en) | 2017-04-05 | 2021-04-06 | Afiniti, Ltd. | Techniques for behavioral pairing in a dispatch center system |
US11050886B1 (en) | 2020-02-05 | 2021-06-29 | Afiniti, Ltd. | Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system |
US11144344B2 (en) | 2019-01-17 | 2021-10-12 | Afiniti, Ltd. | Techniques for behavioral pairing in a task assignment system |
USRE48846E1 (en) | 2010-08-26 | 2021-12-07 | Afiniti, Ltd. | Estimating agent performance in a call routing center system |
US11250359B2 (en) | 2018-05-30 | 2022-02-15 | Afiniti, Ltd. | Techniques for workforce management in a task assignment system |
US11258905B2 (en) | 2020-02-04 | 2022-02-22 | Afiniti, Ltd. | Techniques for error handling in a task assignment system with an external pairing system |
US11399096B2 (en) | 2017-11-29 | 2022-07-26 | Afiniti, Ltd. | Techniques for data matching in a contact center system |
US11445062B2 (en) | 2019-08-26 | 2022-09-13 | Afiniti, Ltd. | Techniques for behavioral pairing in a task assignment system |
US11611659B2 (en) | 2020-02-03 | 2023-03-21 | Afiniti, Ltd. | Techniques for behavioral pairing in a task assignment system |
US11831808B2 (en) | 2016-12-30 | 2023-11-28 | Afiniti, Ltd. | Contact center system |
US11954523B2 (en) | 2020-02-05 | 2024-04-09 | Afiniti, Ltd. | Techniques for behavioral pairing in a task assignment system with an external pairing system |
Families Citing this family (16)
Publication number | Priority date | Publication date | Assignee | Title |
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US10567586B2 (en) | 2008-11-06 | 2020-02-18 | Afiniti Europe Technologies Limited | Pooling callers for matching to agents based on pattern matching algorithms |
US8903079B2 (en) | 2008-01-28 | 2014-12-02 | Satmap International Holdings Limited | Routing callers from a set of callers based on caller data |
US8699694B2 (en) | 2010-08-26 | 2014-04-15 | Satmap International Holdings Limited | Precalculated caller-agent pairs for a call center routing system |
US8750488B2 (en) | 2010-08-31 | 2014-06-10 | Satmap International Holdings Limited | Predicted call time as routing variable in a call routing center system |
US9392116B2 (en) * | 2013-12-26 | 2016-07-12 | Genesys Telecommunications Laboratories, Inc. | System and method for customer experience management |
US20170024680A1 (en) * | 2015-07-21 | 2017-01-26 | Oracle International Corporation | Multi-dimensional approach to agent assignment |
BR112017007054B1 (pt) * | 2015-09-30 | 2024-01-02 | Afiniti, Ltd | Método, sistema e artigo de fabricação para emparelhamento comportamental em um sistema de centro de contato |
EP3384663B1 (fr) * | 2015-12-01 | 2020-04-22 | Afiniti Europe Technologies Limited | Techniques pour un un système de distribution d'appels dans un centre d'appel, partiellement basé sur le comportement |
MX2018006546A (es) * | 2015-12-01 | 2018-08-01 | Afiniti Europe Tech Ltd | Tecnicas para emparejamiento hibrido de comportamiento en un sistema de centro de contactos. |
CN108681803B (zh) * | 2016-04-18 | 2022-03-04 | 阿菲尼帝有限公司 | 用于对联系中心系统中的配对策略进行基准检测的技术 |
AU2017203826B2 (en) | 2016-06-23 | 2018-07-05 | Accenture Global Solutions Limited | Learning based routing of service requests |
CN107135321B (zh) * | 2017-05-27 | 2019-12-06 | 北京思特奇信息技术股份有限公司 | 一种基于redis的排队方法和系统 |
JP6802134B2 (ja) * | 2017-09-27 | 2020-12-16 | Kddi株式会社 | オペレータ選択装置、オペレータ選択システム、プログラム及びオペレータ選択方法 |
AU2018305146A1 (en) * | 2017-11-08 | 2019-05-23 | Afiniti, Ltd. | Techniques for benchmarking pairing strategies in a task assignment system |
CN110191240A (zh) * | 2019-05-23 | 2019-08-30 | 威比网络科技(上海)有限公司 | 用于智能匹配和自动通讯的方法、系统、装置及存储介质 |
CN111163238B (zh) * | 2019-11-26 | 2021-07-09 | 国网江苏省电力有限公司电力科学研究院 | 一种在线客服系统的智能调度方法 |
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US20050013428A1 (en) * | 2003-07-17 | 2005-01-20 | Walters James Frederick | Contact center optimization program |
US20060222164A1 (en) * | 2005-04-04 | 2006-10-05 | Saeed Contractor | Simultaneous usage of agent and service parameters |
CN101076153A (zh) * | 2007-07-24 | 2007-11-21 | 华为技术有限公司 | 呼叫转移方法和终端设备 |
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-
2009
- 2009-10-21 CN CN200980153730.2A patent/CN102301688B/zh active Active
- 2009-10-21 WO PCT/US2009/061537 patent/WO2010053701A2/fr active Application Filing
- 2009-10-21 ES ES09752022T patent/ES2743654T3/es active Active
- 2009-10-21 EP EP09752022.5A patent/EP2364545B1/fr active Active
- 2009-10-21 CA CA2742958A patent/CA2742958C/fr active Active
- 2009-10-21 JP JP2011535592A patent/JP5631326B2/ja active Active
- 2009-10-21 AU AU2009311534A patent/AU2009311534B2/en active Active
- 2009-10-21 NZ NZ592781A patent/NZ592781A/en unknown
- 2009-10-21 MX MX2011004815A patent/MX2011004815A/es active IP Right Grant
- 2009-10-21 HU HUE09752022A patent/HUE045490T2/hu unknown
- 2009-10-21 PT PT09752022T patent/PT2364545T/pt unknown
- 2009-10-21 CA CA2958005A patent/CA2958005C/fr active Active
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HUE045490T2 (hu) | 2019-12-30 |
NZ592781A (en) | 2013-12-20 |
WO2010053701A2 (fr) | 2010-05-14 |
PT2364545T (pt) | 2019-09-17 |
CA2958005A1 (fr) | 2010-05-14 |
ES2743654T3 (es) | 2020-02-20 |
CA2742958C (fr) | 2017-08-08 |
AU2009311534B2 (en) | 2014-04-24 |
CN102301688A (zh) | 2011-12-28 |
JP2012507976A (ja) | 2012-03-29 |
CA2742958A1 (fr) | 2010-05-14 |
MX2011004815A (es) | 2011-06-16 |
WO2010053701A3 (fr) | 2010-07-22 |
CA2958005C (fr) | 2021-07-27 |
EP2364545A2 (fr) | 2011-09-14 |
AU2009311534A1 (en) | 2010-05-14 |
EP2364545B1 (fr) | 2019-06-12 |
CN102301688B (zh) | 2014-05-21 |
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